Contact Center Agent Tier 2

Contact Center Agent Tier 2

The office is currently located in Auburn Hills and relocating to Farmington Hills in Q1 of 2024

Location: Oaktec Building

Shift: 12:00pm -- 9:00pm Monday -- Friday

Our customer contact center is open Monday through Friday, 8am-9pm and Saturday, 8am-5pm.

What we can offer you

• Competitive compensation starting at $20.70

• Hybrid work schedule upon successful completion of introductory period

• Career Growth - promotional opportunities

• Afternoon shift hourly premium. Language (Spanish) hourly premium

Incentive program based on performance

• Offers wide range of shifts Monday-Saturday

• Paid Time Off (PTO), Paid Holidays for Full Time/Part Time Employees

• Health, Dental, Vision, 401k match, Pension, and Life Insurance

• Earn $1,000 for every qualified new hire referral

• Comerica Call Center earned the Gold Award for Training Excellence!

• Looking to work with a diverse team? Join our Team!

A Contact Center Agent Tier 2 will have a passion for providing exceptional customer service whose main objective will be to assist customers with moderately complex requests, with a primary focus on Mastercard Debit Cards. Meet or exceed key performance metrics while handling a high call volume of in-bound calls in a fast-paced environment. Successful candidates possess strong communication skills, time management, problem solving, troubleshooting and organizational skills. The Customer Contact Center offers growth opportunities for those who seek advancement.

Position Responsibilities:

• Provide remarkable customer service by handling inbound and limited outbound calls, providing problem resolution.

• Support moderately complex customer interactions, such as identifying fraudulent transactions, filing disputes and investigations, closing, or ordering debit cards, etc.

• Complete less complex account requests such as balance inquiries, reviewing transaction history, check orders, disputing electronic payments, etc.

• Assist customers with basic web banking functions, such as unlocking and resetting passwords.

• Understand Comerica's core products and services with the ability to recognize an opportunity to deepen the relationship.

• Meet or exceed individual productivity and quality assurance objectives.

• Able to effectively collaborate within and across teams and departments.

• Use problem solving tactics to analyze and troubleshoot customer challenges.

Position Qualifications:

• High school diploma or general education diploma (GED)

• 3 years of customer service experience

• Ability to multi-task, set priorities and manage time effectively

• Experience navigating Microsoft Office Products including Word, Excel and PowerPoint including system data entry, and Internet search

Preferred Qualifications

• 6 months experience in a financial services or equivalent environment

• Experience with Debit/ATM Card maintenance, disputes, and investigations

Oaktec Building9:15a-5:45p M-Th Sat 8:30a-5p off Friday